Contact Center Articles

As the curtain rises on 2018, contact center managers should make resolutions to lead their operations to measurably higher levels of performance and preparedness for the future. Keep it simple or you will feel overwhelmed. Bring things down to three ...

BY BRUCE BELFIORE | September 6, 2017 I think it was college basketball legend John Wooden of UCLA who said “coaching is teaching.” So if you are trying to build your contact center team, channel your inner teacher!

Training is an essential component of call center operations. It is important at all levels and is often the secret weapon for getting poorly performing centers to “Top Drawer” status. Research at BenchmarkPortal suggests that when building or reviewing ...